Tone in Business Writing

1. Tone in Business Writing

2. “Tone in business writing refers to the writer’s attitude toward the reader and the subject of the message.” • The overall tone of a written message affects the reader just as one’s tone of voice affects the listener in everyday exchanges. What is Tone?

3. - Why am I writing this document? • - Who am I writing to and what do I want them to understand? • - What kind of tone should I use? How Can I Make Sure My Messages Have the Appropriate Tone?

4. Obviously you want your message to reach your audience, as such you should take the time to consider the purpose of your document in order to determine how you should express the message you wish to convey. • Consider whether or not you want the reader to take some action in response to your message. Why am I writing this document?

5. - Be confident. • - Be courteous and sincere. • - Use appropriate emphasis and subordination. • - Use non-discriminatory language. • - Stress the benefits for the reader. • - Write at an appropriate level of difficulty. General Guidelines to Keep In Mind:

6. You can feel confident if you have carefully prepared and are knowledgeable about the material you wish to express. • A confident tone will have a persuasive effect on your audience. • This does not mean that you should appear over confident. This can easily be interpreted as arrogant or presumptuous. Be Confident

7. NOT: You must agree I am qualified for the position. • BUT: My qualifications in the areas of accounting and customer service meet your job requirements. For example:

8. A writer builds goodwill for him or herself by using a tone that is polite and sincere. • It is important to strive for sincerity in tone because without sincerity, politeness can sound condescending. • Consider words and phrases in your document and how your reader will likely receive them. Be Courteous and Sincere

9. NOT: You didn’t read the instructions carefully, thus your system has shut down. • BUT: The system may automatically shut down if any installation errors occur. For example:

10. To emphasize an idea, place it in a short sentence. A short and simple sentence will most effectively convey an important idea. • To subordinate an idea, place in in a compound sentence. Use Appropriate Emphasis and Subordination

11. Emphasis: Smoking will no longer be permitted in the building. • Subordination: The committee on employee health and safety has finished considering evidence, and they have reached the decision that smoking will no longer be permitted in the building. Example:

12. Ideas placed in the first paragraph of a document or message receive the most emphasis, followed by information placed in the last paragraph. • You can subordinate an idea by placing it in the middle paragraph of your message because these paragraphs receive the least emphasis. Note:

13. Use active voice to emphasize the person or thing performing an action and passive voice to emphasize the action that is being performed. • ACTIVE: Scientists have conducted experiments to test the hypothesis. • PASSIVE: Experiments have been conducted to test the hypothesis. Use an Active Vs. Passive Voice

14. In most unscientific writing situations, active is preferable to passive for the majority of your sentences. • Even in scientific writing, overuse of passive voice or use of passive voice in long and complicated sentences can cause readers to lose interest or be become confused. Note:

15. The language you use to describe your ideas can also suggest how important that idea is. • Use phrases such as “most important” “major”, or “primary” when discussing ideas you want to emphasize and phrases such as “a minor point to consider” or “least important” to discuss ideas you want to subordinate. The Language You Use

16. Emphasis: Our primary consideration must be cost. (MOST IMPORTANT) Subordination: A minor point to consider is appearance. (LEAST IMPORTANT) Repeating important ideas is a good way to emphasize them as well. Be careful not to overuse this strategy, you will lose your readers interest. Example:

17. Nondiscriminatory language is language that treats all people equally. • Use neutral job titles: • NOT: Chairman • BUT: Chairperson Use Nondiscriminatory Language

18. NOT: After the girls in the office receive an order, our office fills it within 24 hours. • BUT: When orders are received from the office, they are filled within 24 hours. Avoid Demeaning or Stereotypical Terms

19. NOT: Executives and their wives. • BUT: Executives and their spouses (Omit information about group membership): NOT: Connie Green performed the job well for her age. BUT: Connie Green performed the job well. Avoid Demeaning or Stereotypical Terms (Con’t)

20. If you do not know a reader’s gender, use a nonsexist salutation: • NOT: Dear Gentlemen: • BUT: To Whom It May Concern: Avoid using masculine pronouns: • NOT: Each student must provide his own lab jacket. • BUT: Each student must provide their own lab jacket. Avoid Demeaning or Stereotypical Terms (Con’t)

21. Write from the reader’s perspective. Instead of simply writing from the perspective of what the reader can do for you, write in a way that shows what you can do for the reader. • A reader will often read a document wondering “what’s in it for me?” Stress the Benefits for the Reader:

22. NOT: I am processing your order tomorrow. • BUT: Your order will be available in two weeks. Stressing reader benefits will help you to avoid sounding self-centered and uninterested. Example:

23. It is essential that you write at an appropriate level of difficulty in order to clearly covey your message. • Consider your audience and prepare your writing so that the reader will clearly understand what it is that you are saying. In other words, prepare your style of reading to match the reading abilities of your audience. Write at an Appropriate Level of Difficulty

24. - Do not use complex passages or terms that the reader will not understand. Accordingly, do not use simple terms or insufficient examples if the reader is capable of understanding your writing. • A competent writer will match the needs and abilities of their reader and the most effective way to communicate with a particular reader. Write at an Appropriate Level of Difficulty (Con’t)

25. In a negative message, such as a document that rejects a job offer or denies a request, be sure to assume a tone that is gracious and sincere. • Thank the reader for their input or involvement and carefully state that you cannot comply with their wishes. Follow this response with an explanation as necessary. What kind of tone should I use with a negative message?

26. NOT: Thank you for offering me the position as General Manager at Simons. Unfortunately I am unable to accept this position. I do not think that the position you offered me would utilize my communication and customer skills to the degree that I wanted. Therefore, I have accepted a position as Assistant Director at a different company. What kind of tone should I use with a negative message? (Con’t)

27. BUT: Thank you for offering me the position of as General Manager at Simons. I appreciate your prompt and generous offer. Unfortunately, I am unable to accept the position. I have accepted a different position that will allow me to utilize my communication and customer service skills. What kind of tone should I use with a negative message? (Con’t)

28. In some negative messages, you may need to address faults or issues concerning an individual. When writing a message such as this, maintain a professional tone that does not attack the individual but that makes your position on the issue clear. What kind of tone should I use with a negative message? (Con’t)

29. NOT: I do not understand why you make such discriminatory remarks. • BUT: Discriminatory remarks are not tolerated in this organization.